Compliments and concerns.
Your feedback — good or bad — helps us keep raising the bar. Here's how to tell us what we got right, what we got wrong, and how we'll resolve it.
We always work hard to build strong and lasting relationships with our valued customers. By listening to your feedback we can address any immediate concerns you may have, and continually improve our products and services.
We know there are times when you may wish to compliment us on something we have done well — and other times when you may wish to tell us we have not met your expectations. Either way, we want to hear from you.
Compliments
Our representatives are always delighted to know that they have succeeded in making your experience a pleasant and successful one. If one of our representatives has provided you with exceptional service in any way, please let us know using the details below, so that we can further encourage them via this feedback process.
Concerns
If, for any reason, you do not feel that you have received the highest standard of care from us, we likewise encourage you to share this with us. We have developed a process that we believe makes it easy for you to tell us of your concerns and for them to be addressed quickly and fairly.
If you choose to contact us by mail or email, please make sure you provide as much detail as possible about your complaint.
Need an update on your complaint?
If you have lodged a complaint with us, you can contact us at any time to ask for an update on its status. Contact us through any of the methods listed above and please refer to your earlier communication so that we can respond effectively.
Resolution
We will write to you to acknowledge your complaint within 24 hours to ensure we treat you fairly, and will work to resolve your complaint as soon as possible. In the rare event we are still investigating your complaint after 30 days, we will write to you to explain why and to let you know when we expect to have completed our investigation.
When we have completed our investigation, we will write to let you know the outcome and the reasons for our decision.
Taking it further
We hope that you will be satisfied with how we deal with your complaint. However, if your concerns remain unresolved, or you have not heard from us within 30 days, you can have your complaint heard by an independent party — the Australian Financial Complaints Authority.
Australian Financial Complaints Authority
Independent dispute resolution
- Online
- www.afca.org.au
- info@afca.org.au
- Phone
- 1800 931 678Free call
- Australian Financial Complaints AuthorityGPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA, so you should act promptly or consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
Lodge a compliment or complaint
Write to Amelia Andronis, our Complaints Officer.
operations@theapprovaledge.com.au